Senior Platform & CCaaS Engineering Manager

TeleTech Holdings, Inc.

Philippines

Remote

PHP 3,000,000 - 5,500,000

Full time

4 days ago

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Benefits offered by this job

PTO

Wellness benefits

Healthcare benefits

Tuition reimbursement

Job summary

TeleTech Holdings, Inc. is seeking a Senior Manager, Systems Engineering to lead a global team responsible for a CCaaS platform and related CRM/IVR integrations.

This remote role covers Metro Manila, Philippines, and requires strong leadership, strategic thinking, and a proven track record in enterprise-scale platform management. You will partner with the Executive Director on RFPs, drive platform stability, security, governance, and change management, and translate client needs into reliable,

Qualifications

Experience leading Tier 1 and Tier 2 support teams.
Strong governance, audits and security exposure (SOX/PCI).
Proven ability to support RFPs with architecture and engineering input.

Responsibilities

Own the stability, performance and roadmap of the contact center platform environment and related integrations.
Lead security work including audits and DR exercises.
Serve as CAB approver for changes and own RFC process to ensure consistency.
Produce weekly incident and change reports and monthly KPI scorecards.
Lead a global Tier 1/2 engineering team andCoordinate 24x7 coverage.
Contribute to RFP responses with effort sizing, timelines and cost estimates.

Skills

Communication skills

Leadership

Team leadership

Jira

Tempo

Confluence

CRM

IVA/IVR

Tools

Jira

Tempo

Confluence

CRM

IVA

IVR

Job description

TeleTech Holdings, Inc. is seeking a Senior Manager, Systems Engineering to lead a global team responsible for a CCaaS platform and related CRM/IVR integrations.

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